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CDC ISSUES PIVOTAL MODULE
CDC Software has released Pivotal CRM Customer Service and Support, a module built on the Pivotal 6 platform. The system features configurable service tickets that can support simple or complex service situations, as well as internal or external help desk requirements. Service tickets can be automatically created from multiple sources including email or social media.
Users can also view multiple working days calendars and service contracts that can help define the service level with customers, enabling work orders to be scheduled and managed for field service applications. Research capabilities enable service representatives to find similar tickets based on multiple criteria. Employees from other areas can subscribe to automatic notifications of service tickets related to their accounts or products, or specific types of tickets, which can all be defined onscreen. The new module integrates with Pivotal Social CRM, which itself integrates with Facebook, Google BlogSearch, InsideView, LinkedIn and Twitter.
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